Susan Spencer
Philadelphia,PA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty, increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Sales Associate, Customer Service Specialist
Klein & Associates
08.2021 - Current
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Managed returns, exchanges and refunds in accordance with store policy.
- Built relationships with customers to encourage repeat business.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Developed strong rapport with customers and created positive impression of business.
Paralegal/Legal Assistant
Plasriras Law Firm
04.2010 - 07.2018
- Conducted detailed client intakes and entered information into company database.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Prepared legal briefs, motions, and pleadings.
- Conferred with clients and other involved parties to gather and track case information.
- Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
- Monitored changes in laws, regulations and other legal matters to keep firm compliant with requirements.
- Examined and generated memos on statutory law, case law and federal and state regulations using online research databases, such as Westlaw and print sources.
- Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates.
- Analyzed evidence gathering and presentation, client counseling and jury selection methods processes for civil litigation.
- Liaised with other paralegals and legal staff to complete common tasks on schedule.
- Edited and proofread legal documents to verify accuracy.
- Summarized depositions, legal documents and other material to provide attorney with relevant material for cases.
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Helped attorneys prepare for trial by organizing exhibits and calling on witnesses to testify at hearings.
- Assisted in preparation of settlement proposals and agreements to help attorneys negotiate settlement in best interest of client.
- Researched statutes, decisions, legal articles, and codes.
- Attended court hearings and depositions to take notes and document proceedings.
- Collaborated with attorneys to develop strategies for each case.
- Produced legal documents such as briefs, pleadings and appeals.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
Executive Assistant/Department Head Manager
Stumar Investigations
03.2007 - 01.2010
- Implemented Telecom Division to existing company.
- Designed and maintained databases, spreadsheets inventory control.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Invoiced and catalogued seized evidence.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Facilitated training and onboarding for incoming office staff.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Organized and coordinated conferences and monthly meetings.
- Answered high volume of phone calls and email inquiries.
- Handled confidential and sensitive information with discretion and tact.
Education
No Degree - General Paralegal Studies
Mainline Paralegal Institute
Wayne06.1998
Associate of Arts - Communications And English
La Salle University
Philadelphia, PA06.1991
Skills
- Contract Preparation
- Order Processing
- Upselling
- Inventory Control
- Client Account Management
- Product Sales
- Payment Processing
- Business Development
- Customer Needs Assessment
- Sales Development
- Promotional support
- Dispute Mediation
- Sales expertise
- Inventory Tracking
- Money Handling
- Time Management
- Complex Problem-Solving
- Meeting deadlines
- Point of sale operation
- Negotiation Tactics
- Product Recommendations
- Excellent people skills
- Multi-tasking strength
- Sales Strategies
- Problem-solving skills
- Professional Demeanor
- POS System Operation
- Conflict Resolution
- Sales Training
- Building rapport
- Product knowledge
- Exceptional customer service
- Relationship Building
- Teamwork and Collaboration
- Verbal/written communication
- Listening Skills
- Outgoing Personality
Timeline
Sales Associate, Customer Service Specialist
Klein & Associates
08.2021 - Current
Paralegal/Legal Assistant
Plasriras Law Firm
04.2010 - 07.2018
Executive Assistant/Department Head Manager
Stumar Investigations
03.2007 - 01.2010
No Degree - General Paralegal Studies
Mainline Paralegal Institute
Associate of Arts - Communications And English
La Salle University